Last Updated:
✅ JRNY Built-In Products
Premium content can’t be accessed after signing up for JRNY
Description: If a user is logged into their JRNY profile while signing up for JRNY, this bug prevents them from accessing Premium JRNY content. While our developers are working hard, we do not have an ETA for a fix at this time.
Resolution: This one is easy! Please log out of your JRNY profile and log back in. This only needs to be done once to access the extensive workout library available to our Premium JRNY subscribers.
Disney+, Hulu, Netflix or Prime Version Update
Description: When selecting Disney+, Hulu, Netflix or Prime to watch during a workout, a message that a new version is available/the app must be updated will appear. In some cases, the app will hang when loading.
Resolution: While we try to keep the 3rd party entertainment apps up to date, sometimes a new version is required before we get a chance to include it in a JRNY update. First, verify you have the most recent JRNY version installed:
Tap Profile on the bottom right of the screen.
Quickly tap 10 times on the user profile icon in the upper left of the screen.
In the Advanced User Actions menu tap Check For Updates (may need to scroll down).
If an update starts installing, let it complete and the console reboot without interruption.
Start a workout and select the streaming app.
If no update is available, submit a ticket to have the streaming app version updated through the Feedback & Support button on the JRNY Profile screen or email jrnyplatform@bowflex.com. Please include:
The application that needs to be updated
The serial number from the back of the machine console
Metrics bar missing start & exit buttons during Streaming Workouts
Description: When pairing your workout with a Streaming app, this bug allows you to select more than the maximum number of metrics permitted. This causes the Start and Exit buttons to extend beyond the display.
Resolution: A fix for this was included in the 2.19 Release. If you see this issue, please submit a ticket through the Feedback & Support button on the JRNY Profile screen or email jrnyplatform@bowflex.com. In the meantime, use the steps below to resolve.
Confirmation code is not being received
Description: This bug affects profiles that are in the process of being created. It typically occurs when JRNY is closed before the Confirmation Code is entered. Users will typically see “I think you’ve already got an account…” displayed. Password resets and confirmation code requests are not completed while in this state.
Resolution: We resolved this issue with the recent update to JRNY version 2.19.0. Please update your JRNY app, then log into your profile. If the issue still persists, we can try these steps:
Required to log in too frequently
Description: Sometimes when coming back to JRNY or switching profiles, you may be prompted to log in more frequently than usual. We will be addressing this in a future JRNY update.
Resolution: The steps below may help reduce the number of times you’re required to log into your profile.
Access the Advanced User Actions Menu -
Tap “Profile” near the bottom right of the screen.
Repeatedly tap on the profile icon containing your initials 10 times.
Tap on “Toggle auto-logout” -
"Auto Logout Turned Off" should be shown at the bottom of the screen in a text bubble.
If "Auto Logout Turned On" is displayed, then tap on the “Toggle auto-logout” option once again to change the setting to off.
Can’t proceed past the entertainment options screen
Description: Nothing happens when tapping the Skip or Continue button on the Entertainment Options screen. Occasionally a 3rd party app (Netflix, Hulu, etc.) cannot be selected.
Resolution: Please ensure your safety key is fully inserted into your treadmill and try again.
Unable to get past the Additional Details screen when creating a profile
Description: While on the Additional Details screen, an “Oops. Looks like we have some errors” message will be displayed, and the user will not be able to continue creating their profile.
Resolution: Attempt to log into your profile to continue.
Workout Metrics Freezing or Update Improperly
Description: During a workout, the metrics (distance, burn rate, etc.) will freeze, reset, jump around, and/or update slowly. We are aware of the issue and looking into a long-term solution.
Resolution: Please power cycle your console by unplugging the power cord from your machine, waiting approximately 30 seconds, then plugging it back in.
Workout Profile Graph in Journal is Not Correct
Description: After the workout ends, the start of the purple line in the Workout Profile graph will be sloped, too straight, or missing.
Resolution: We are sorry you are experiencing this problem. We have confirmed the issue and are working on a resolution to put in a future JRNY release.
Calorie bar is missing in Calories Burned graph on Journal Workout Overview screen
Description: After workout ends, the Calories Burned graph on the Workout Overview screen will not have the bar for the most recent workout. Calorie bars for previous workouts are no longer shown.
Resolution: We are sorry you are having this problem. We have confirmed the issue and are working on a resolution for a future JRNY Release. Note, the calorie data is not lost; it is present in text form in the workout Overview tab. Also, the weekly total and average is shown below the Calories Burned graph title.
Workaround: This is a timing issue when the workout is started before and ended after midnight UTC (5 PM PST, 6 PM MST, 7 PM CST, 8 PM EST). If you are not able to adjust the start/end time of your workout, viewing the Journal Overview screen before starting your next workout will validate the calorie bar is present. Note, it must be viewed at least 12 hours after the workout is completed.
Split Keyboard is Displayed
Description: When the keyboard is displayed (Log In, Feedback & Support, etc), it will be split with half on the far left and far right edge of the screen.
Resolution: Tap the icon with 4 squares on the top left of the keyboard then select Standard Keyboard.
✅ JRNY Mobile App
Premium content can’t be accessed after signing up for JRNY
Description: If a user is logged into their JRNY profile while signing up for JRNY, this bug prevents them from accessing Premium JRNY content. While our developers are working hard, we do not have an ETA for a fix at this time.
Resolution: This one is easy! Please log out of your JRNY profile and log back in. This only needs to be done once to access the extensive workout library available to our Premium JRNY subscribers.
Prompted to update JRNY, but no updates are available to download
Description: After connecting to a Max Trainer SE or IC Bike SE, JRNY prompts the user to check for JRNY app updates. Tapping Update on the prompt will open the Google Play store to check for updates, but none are available.
Resolution: We are very sorry that you have encountered this issue. We have confirmed that the problem is occurring and are already taking steps to resolve it. If you've submitted a Support Ticket ticket through JRNY, we will update you once the bug has been resolved.
Bluetooth connection lost after dismissing maintenance reminder
Description: After connecting to a Max Trainer SE or IC Bike SE, JRNY provides a Maintenance Reminder for the machine. The Maintenance Reminder appears each time the connection is attempted, and when the reminder is dismissed, the Bluetooth connection is terminated.
Resolution: We are very sorry that you have encountered this issue. We have confirmed that the problem is occurring and are already taking steps to resolve it. If you've submitted a Support Ticket through JRNY, we will update you once the bug has been resolved.
I’m not receiving a confirmation code when creating a profile
Description: This bug affects profiles that are in the process of being created. It typically occurs when JRNY is closed before the Confirmation Code is entered. Users will typically see “I think you’ve already got an account…” displayed. Password resets and confirmation code requests are not completed while in this state.
Resolution: Request the confirmation code via jrny.com, attempt to log in and continue profile creation, and/or add jrnyplatform@bowflex.com to your email’s trusted senders list.
Distance resets during a workout after 9.9 miles
(BowFlex Max Trainer SE/IC Bike SE and Schwinn 190/290)
Description: After the workout has logged 9.9 miles, the distance displayed resets to 0.
Resolution: We resolved this issue with the recent console firmware update. Please attempt to update your machine’s firmware using JRNY or a USB flash drive. Instructions for updating via USB flash drive are available here: Update Console Firmware With A USB Flash Drive.
JRNY is not completing Console Firmware Updates
(BowFlex Max Trainer SE/IC Bike SE and Schwinn 190/290)
Description: When initiating a console firmware update through JRNY, update progress remains at 0% indefinitely. If the firmware update is canceled, JRNY will not connect to your machine. We have turned the firmware updates off while we work to resolve this issue.
Resolution: Please visit Firmware Update Error for instructions to update your machine’s firmware via a USB flash drive or request a Firmware Update Kit.
Workout Profile Graph in Journal is Not Correct
Description: After the workout ends, the start of the purple line in the Workout Profile graph will be sloped, too straight, or missing.
Resolution: We are sorry you are experiencing this problem. We have confirmed the issue and are working on a resolution to put in a future JRNY release.
Needing Additional Assistance? Submit a ticket here and we will keep you updated with our progress! Contact Support